Hosting SLA

Last updated: 28th August 2025

This Hosting Service Level Agreement (“SLA”) explains the level of service you can expect from Innuvo when you use our hosting services. It should be read alongside our Hosting Terms and Conditions.

1. Uptime Commitment

  • We aim for 99.99% uptime annually.
  • Planned maintenance may require downtime (reasonable notice given where possible).
  • Uptime not guaranteed due to reliance on third-party providers.

2. Backups

  • Daily backups taken and stored securely.
  • Restores carried out from the most recent available backup.
  • No liability for lost data, revenue, or business interruption.

3. Security and Updates

  • Hosting includes security updates and monitoring.
  • Clients hosting elsewhere are responsible for their own updates unless on a maintenance package.

4. Support

  • Support available Monday–Friday, 9am–5pm UK time.
  • We aim to respond within 1 working day.
  • Emergency downtime issues prioritised.

5. Exclusions

  • Third-party plugin/theme issues.
  • Downtime caused by internet outages, force majeure, or third-party failures.
  • Issues caused by client misuse or unauthorised changes.

6. Service Credits

We do not provide financial compensation for downtime. Instead, we commit to restoring service as quickly as possible.

7. Termination and Transfers

  • 30 days’ notice required to cancel hosting.
  • £50 admin fee for preparing site backups for transfer.
  • We provide domain unlocking/IPS tag changes but not full migrations.

8. Governing Law

This SLA is governed by the laws of England and Wales.

9. Contact

Shaun Lawrence (Innuvo)
Email: [email protected]
Address: 19 Dale Close, Newquay, Cornwall, TR7 2TL, United Kingdom